Service Level Agreement
آخرین بهروزرسانی: Jul 15, 2026
1. Uptime Guarantee
Localer guarantees 99.9% uptime for all hosting services, measured on a monthly basis. Uptime is defined as the percentage of time that your service is accessible via the network.
2. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
- 99.0% - 99.9% uptime: 5% credit on next invoice
- 95.0% - 99.0% uptime: 10% credit on next invoice
- Below 95.0% uptime: 25% credit on next invoice
3. Exclusions
The uptime guarantee does not apply to:
- Scheduled maintenance windows
- Force majeure events
- Customer-caused outages
- Third-party service failures
- DNS resolution issues
4. Support Response Times
We guarantee the following response times for support tickets:
- Critical (Service Down): 1 hour response, 4 hour resolution
- High (Service Degraded): 4 hour response, 12 hour resolution
- Medium (Non-critical): 8 hour response, 24 hour resolution
- Low (General inquiry): 24 hour response, 48 hour resolution
5. Requesting Credits
To request service credits, submit a ticket through our client portal within 7 days of the incident. Include the date, time, and duration of the outage.
6. Monitoring
Our network is monitored 24/7 using LibreNMS. You can view real-time status at localer.net/status.